Technology Solutions Partner I or II

Technology Solutions Partner I or II

Position Overview:

The Technology Solutions Partner (TSP) team of the Office of Information Technology (OIT) provides statewide enterprise support for faculty, staff and students using technology to meet the University of Idaho’s teaching, learning and research mission. This position is located in Boise, Idaho and serves the Boise area and parts of southern Idaho. The role provides in‑person support to various University of Idaho locations.

Responsibilities

• Follow defined OIT processes to document and resolve incidents or requests for service.
• Provide excellent customer service by communicating with customers about ticket status and final resolution.
• Maintain assets within the work management system.
• Create and maintain knowledge base articles for the university community and internal IT support.
• Coordinate with other OIT teams as necessary to resolve incidents or fulfill requests for service.
• Understand compliance and security requirements and maintain acceptable standards.
• Gain and maintain knowledge of the functions performed by units and colleges across the university.
• Find standard or known information technology solutions for user needs.
• Submit requests on behalf of information technology users when solutions are not known or readily available.
• Perform other duties as assigned.

Qualifications

• One year of experience in a customer‑service oriented role (any industry).
• One or more of the following: obtained technology certification(s); 6 or more credits of college‑level technology‑related coursework; work in a technology support role.
• High School Diploma or equivalent.
• Ability to travel.
• Preferred:
  Associate’s Degree or higher in an information technology field;
  CompTIA A+ certification; MTA:
  Windows OS Fundamentals or equivalent; strong customer service orientation; excellent organization; excellent written and verbal communication; critical thinking and problem‑solving; basic understanding of enterprise network infrastructure; experience in higher education; valid driver’s license and successful driver record check.

Responsibilities

• Same responsibilities as Level I.
• Collaborate with customers to find technology solutions that meet their needs.
• Communicate and coordinate with other OIT units to research solutions and resolve incidents or fulfill requests.
• Coordinate implementation of solutions provided by OIT or an OIT‑approved vendor.
• Train new employees, mentor, and develop staff skills.
• Perform other duties as assigned.

Qualifications

• Three years of direct technical support experience in an information technology role.
• Bachelor’s Degree in an information technology field.
• CompTIA A+ certification; MTA:
  Windows OS Fundamentals or equivalent;
  Apple Certified Support Professional (ACSP) certification.
• Strong customer service orientation; excellent organization; excellent written and verbal communication; critical thinking and problem‑solving; experience with complex network infrastructure and VoIP equipment; experience managing endpoints with SCCM, Active Directory, Azure tools, and Jamf.
• Experience in higher education; valid driver’s license and successful driver record check.

Physical Requirements & Working Conditions

• Ability to frequently lift, carry or move equipment weighing up to 50 pounds indoors and outdoors.
• Move between buildings.
• Climb stairs and ladders.
• Crawl or maneuver in confined spaces.

The University of Idaho is an equal employment opportunity employer, including veterans and individuals with disabilities.